Mona Kishpaugh
Colton,OR
Summary
With over 20 years of customer care experience, I have consistently provided quality support to clients and members, especially when handling sensitive issues. I remain calm and professional in highly charged situations, recognizing the significance of maintaining composure for personal and company success. I effectively support day-to-day program operations to meet diverse needs while maintaining efficiency. My problem-solving abilities and dedication to improving customer satisfaction make me a valuable asset in achieving company goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Referral Coordinator
Orchid Health
10.2024 - Current
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from doctors and other health care professionals.
- Utilized various resources to identify and verify medical specialists' network affiliations and local availability.
Inside Sales Representative & Warranty Specialist
Builders First Source
11.2023 - 10.2024
- Answered customers' questions regarding products, and availability
- Maintained customer satisfaction by building strong relationships with clients and providing honest and insightful recommendations for warranty installations
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions
- Schedule and maintain installation calendar
- Collaborated with team members to develop and implement effective solutions for complex challenges
- Strengthened client loyalty and retention through strategic attendance at client events, building rapport and reinforcing positive relationships
Case Management Assistant
Innovative Care Management
02.1999 - 08.2023
- Attended regularly scheduled Case Management and staff meetings through Microsoft Teams.
- Organized and maintained inventory of office and educational materials, streamlining supply procurement through timely ordering.
- Working knowledge of a wide range of office machines, fax, copy, scan, postage meter, folding machine for letters and brochures.
- Managed high-volume triage case management calls, utilizing active listening and clear communication to resolve client inquiries, provide accurate information, and direct callers to relevant resources.
- Assist families, doctors, and facilities initiating prior authorizations, request medical records, accurately enter CPT and DX codes into database according to business office policies and procedures.
- Clarified denial rationales to resolve inquiries from patients, facilities, and doctor offices, maintaining HIPAA compliance.
Education
Continuing education - Cyber Security Awareness, HIPPA Training for Business Assoc.
Clearwater Compliance
01-2024
Certificate - Medical Terminology and Medical Office Procedures
Business Computer Institute
Beaverton, OR01.1995
Skills
- Reliable Team Member
- Strong Organizational Skills
- Professional and positive demeanor
- Problem-Solving
- Active Listener
- Exceptional Written and Verbal Communication
- Superior Customer Service
- Teamwork and Collaboration
- Attention to Detail
- Multitasking and Prioritizing
- Proper Telephone Etiquette
- Cultural Awareness
- Flexible and Adaptable
Certification
- Basic Life Support (BLS) Certification Course, 07/05/23, 07/05/25, American Health Training
- Notary Commission, 07/18/23, 07/17/27, State of Oregon
Timeline
Referral Coordinator
Orchid Health
10.2024 - Current
Inside Sales Representative & Warranty Specialist
Builders First Source
11.2023 - 10.2024
Case Management Assistant
Innovative Care Management
02.1999 - 08.2023
Continuing education - Cyber Security Awareness, HIPPA Training for Business Assoc.
Clearwater Compliance
Certificate - Medical Terminology and Medical Office Procedures
Business Computer Institute
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